Dissatisfaction with a subscription

Contact the company and raise the issue 

If your subscription is not working properly, you need to raise the issue with them, i.e. complain about it to your carrier. There are no specific requirements on how you need to or should raise the issue, but we recommend that you contact the company in writing, for example by e-mail. Then if necessary, you have evidence that you have raise the issue with them and when. You can also enclose supporting documents showing the problem you are having. 

If the company only has a contact form, you should take a screenshot or a picture of what you have written, so that you will have documentation later if needed. If you phone the company, it is advisable to summarise after the conversation what you discussed, and send it in an e-mail to the company. 

As a general rule, it is advisable to include the following information when contacting the company: 

• customer number and civil registration number 

• a clear and concise description of the problem/situation/fault 

• what you want from the provider. 

If possible, document the problem in writing or with pictures 

Before contacting the company, consider how you can document the problem or malfunction. For example, you could take pictures or a video to show the lack of coverage, or the slow speed. Such documentation may be important if you and the company cannot reach an agreement on a mutually agreed solution. Therefore, retain all documentation. 

If you cannot come up with a good way of documenting the fault, you could describe it when you contact the company to register your complaint. 

What can you demand of the company in the event of a fault or defect? 

If you are seeking a remedy, it is important that you notify the company within two months of detecting the problem. If you wait longer, you risk losing your right to make a claim and demand a remedy from the company. 

First and foremost: that you get the situation remedied 

Rectifying the situation means that the company will correct the fault without additional charge to the consumer. The fault must be rectified, for instance by the item being repaired, at no additional cost to you, within a reasonable period of time from the date you registered your complaint about the fault. This is of course provided that the fault is due to something which the company or manufacturer is responsible for. As a general rule, the company has two attempts to rectify a fault. 

If that doesn’t resolve the issue, then that you receive a price reduction 

Meaning that even after the fault has been rectified you may still be entitled to a price reduction corresponding to the fault and the length of time it lasted. 

And your ultimate remedy is that you can rescind the purchase 

A rescission means that the purchase is annulled. If, after repeated attempts, the company is unable to remedy the situation resolving the problem, you may have the right to cancel the contract, without having to take any commitment period or notice period into account. 

If the purpose of the subscription is defeated because of the fault, and the provider of services has understood or should have understood this, you may be entitled to cancel the purchase even if the company has not yet had the opportunity to correct the fault twice. 

What about the payments that are due 

While the fault is unresolved, you may have the right to withhold as much of the payment as the fault represents, as security for your claim to have the fault corrected. This means that you can wait until the company resolves the problem before paying. The amount you can withhold depends on the particular situation and the nature of the problem. 

It is important that you notify the company that you are withholding payment with an explanation of why. If you have purchased on credit terms, for example against an invoice, you will need to inform both the company and the creditor that you are withholding payment. Remember to do this in writing; e-mail should be sufficient. 

You alternatively can choose to pay under protest. This means that you pay the amount due but at the same time inform the company that you are not satisfied with the situation. This can be the best option if you are unsure about your right to withhold payment, for example if the company does not think there is any problem with the subscription. When you pay under protest, you lodge a complaint but you don’t have to be concerned about possible late payment notice charges or interest on past due amounts. 

Have you suffered additional costs due to the fault? 

You should not have to incur any additional costs because of the fault. The company must bear the cost of remedying the fault plus any additional costs you have incurred. So that you can be reimbursed, you will need to be able to show documentation such as receipts, invoices or other evidence of the extra costs you have incurred. The costs must be reasonable and directly related to the fault. You cannot claim compensation for the inconvenience or time you spend complaining about the fault. 

Swedish Telecom Advisors provide advice and guidance 

The Swedish Telecom Advisors provide free and impartial advice to consumers concerning subscriptions for television, telephone service, and broadband and fibre internet service based on applicable legislation and the case decisions of the National Board for Consumer Disputes. 

After an initial complaint being filed, in most cases Swedish Telecom Advisors can assist in facilitating the dialogue between you and the provider of the services via a mediation-like procedure, with the goal of trying to find a resolution to the situation. The Swedish Telecom Advisors’ Rules of Conduct go beyond existing consumer legislation and may therefore be important to you if you end up in a dispute with a mobile phone, Internet or other provider. 

The Swedish Telecom Advisers (In Swedish)

The National Board for Consumer Disputes (ARN) 

If you have a dispute with a provider of services that is not a member of Swedish Telecom Advisors, you can file a complaint with the National Board for Consumer Disputes (ARN). ARN will assess your case and make a recommendation on how to resolve the dispute. There is no charge for having your case heard by ARN. The average processing time is about 6 months. 

When you submit your complaint, you will need to describe the situation and exactly what you want from the company. You can send supporting documents such as e-mails, pictures, screenshots, contracts and other evidence. 

Requirements for the National Board for Consumer Disputes to be able to review your case: 

• You have filed a complaint within one year from the date you first notified the company of the problem. 

• The amount you and the company are in dispute about is SEK 500 or more (different value thresholds apply for different fields). 

• The company has rejected your requests in whole or in part, or it has failed to respond to you within 30 days. 

Submit an application on ARN’s website